Richmond Ford Lincoln

My wife and I scheduled a test drive of a 2018 Subaru Outback on Labor day. We were contacted multiple times via text, call and email to confirm the appointment with Carmen. When we arrived we were met by Carmen, who was very knowledgeable about the Subaru. We noticed during the test drive that the touch screen audio system was not working properly. We were promised that it would be looked at and the car would be detailed before we took it home, if we decided to purchase the vehicle. Which we did! The buying process was enjoyable, we had a nice time meeting with Carmen and Mike, our assigned financial advisor. We had not yet officially purchased the vehicle, because we had forgotten our check book. We were told we could come back up next day with the check for the down payment. So at this point we assumed we would not be taking the vehicle home with us same day, which we were totally prepared for. Dealer plates were put on the vehicle and we were handed the keys. It rubbed us the wrong way, like they were pushing the car onto us, which they were. I will also take this time to mention, we purchased a warranty as well, because the car was being sold "as is." The vehicle was not detailed and the audio issue fell through the cracks. I went back up to the dealership the next day with the check, as promised. To find out that some of the paperwork I had originally signed was incorrect. It had all of the wrong information about the vehicle, even stated that it was a 2022, instead of the 2018 it was. No biggie really, I signed the new forms without question. I then brought up the radio issue once more, that's when they sent me over to the service department. I then scheduled an appointment to have it dropped off at the Subaru dealership today, 2 weeks later. Brought the car home one day after purchase, went to go to work the next morning, it wouldn't start. Richmond Ford paid to have it towed to the dealership, and I waited all day without an update as to what was going on. After multiple attempts to make contact, I was finally able to get through to someone in the service department. This person had no idea what was going on with my vehicle. Couldn't even tell me if it had been received, whether it was sent to Subaru, nothing! This making me nervous, I asked to speak to a supervisor. This is when I was put in contact with Jason, who told me they had in fact received the vehicle and would be looking at the next morning. I was not planning to have to leave the vehicle there multiple days. Jason called me early the next morning, even though he stated they were able to look at it later the previous evening. The issue was diagnosed and the parts ordered, with no estimation of when the parts would arrive, or when it would be repaired. At first they were not planning to cover a loaner vehicle, but I put my foot down and they reluctantly agreed. I was dropped off at the dealership the following Monday to pick up the loaner vehicle. I was not told that I would be taking a ride halfway across town to pick it up. The Subaru was repaired and ready for pick up Friday. When I picked it up, I confirmed the standing appointment I had with Subaru the following Monday. Even asked them if it would make more sense for me to just keep the loaner until all of the issues were fixed. Jason told me they didn't want to cover the cost of the loaner for 2 more days, so I needed to take the vehicle with me and drop it off at Subaru Monday. When I get to Subaru today, I did not have a scheduled appointment. They were simply told I would be bringing it by at some point. They ran the diagnostics on the audio issue and found it had been replaced 3 times prior by previous owners, and this was a known issue that Richmond Ford would have known about before selling the vehicle. Richmond Ford dropping the ball once and once again. If you want an easy buying experience, sure, I'd recommend doing business with them. Seems there only goal is to get you out of the building with the vehicle, wait until after the 72 hour exchange policy window to call you back, then miss on every customer service aspect after that. I personally, will never be doing business with them ever again.

Chris you are the Man! It was done wright fun buying the 2022 GT Mustang from you and Richmond Ford. Never have had this much fun in a car purchase! Up front with everything, never any dought in my mind as far trust goes. I will with out a shadow of dought, be buying my next Mustang from you and Dino and Richmond Ford.

Walked in not knowing what to expect but really needed a vehicle. I’m hooked me up with more than I ever expected and for a great price. Got a 2017 Ford Explorer for a great deal. Thanks MO!

Went in 5/14/22 for my complimentary state inspection that comes with the purchase of a new vehicle. Had a 830 appointment. This isn't my first time. I've been taken advantage of in the past so I look things over before I take my vehicle in. One thing I pay particular attention to is the wiper blades. I,ve been had by the old your wipers need to be replaced because they are torn trick before. I check every time before I get an inspection. I keep good blades on my vehicle's if they streak at all I'm replacing them. The blades on my car where the expensive beam type. Less than a year old. Drove there in a light rain wipers working perfectly no streaking no tears I checked. After waiting over an hour and a hafe for a scheduled state inspection our girl comes out and says everything looks great but your wipers need to be replaced because they are torn. I'm beyond furious. I had them put a rejection on it no way I'm paying them to replace wipers they ruined. I checked when I left with my rejection sticker 3 out of the four ends now have tears. Everyone was very nice and service director Corey tried to smooth things out assuring me they would never employ someone who would do something like that. BS. So be aware check your blades before you get your inspection you might be next. I got my replacement blades from Advanced down the street. As they had to be replaced now that they had 3 tears that weren't there when I arrived. Don't be fooled your free inspection comes at a cost. I'll happily pay my local shop for now on. Corey gets 1 star from me. While he was very respectful and friendly. He injected himself into the situation. I didn't ask to speak with him. Him constantly telling me what happened didn't happen did not help. What he couldn't seem to get or acknowledge is that someone might actually check there blades for tears before bringing in there vehicle. I guess he expects people to keep falling for the same old trick. You can't smile your way out of it. My only expectations are honesty, integrity, and quality work.

Collision Shop: My experience with them was a NIGHTMARE. I had good rapport with Richmond Collision when they owned it a couple of years ago. This CARSTAR location is all hype and will lie to you about everything. Bruce started by telling me to get an estimate for repairs elsewhere and bring it back to him. Said it would be quicker. I called Nationwide Insurance as their policyholder ran into my 350ES Lexus. Nationwide told me to bring it back to them and have them give me an estimate, (they're a "preferred vendor"). Bruce does this in 10 minutes and tells me they're scheduling out to end of March and mostly due to parts availability. No problem; I'm going away on vacation for couple of weeks so don't need the car; back on March 26 anyway. Says the repair will only take a few days once parts come in. While on vacation for 10 days, I decide to call for an update on my parts. I'm no where in the system and can't be found. I talk to the Mgr. over the phone and he tells me, "no problem", we'll take care of you. Shortly after I return, I go in to check on my car. Bruce, on his way to lunch, tells D.J. to find my car and that it's in the shop getting worked on. Car was on the lot, dismantled....supposedly because of parts not there. It wasn't due to complexity of the job or not having enough people to work on it....Parts were never ordered. Mgr. tells me the "truth", doesn't know why they weren't ordered, but will find out and get back to me. He never does. I call Nationwide to inform them they are paying $$ thousands of dollars on a rental car due to this collision shop "dropping the ball". I go back 2 weeks later, it's now May, and the Mgr. retaliates against me by making me "wait a minute"....turns out to be 40 minutes. He tells me has Payroll to do and is very busy. Never saw the car or got the status of its repair. I did report him to Nationwide and CARSTAR Corporate Office. In summary: DON'T GO THERE.

I called to track down some parts on a Saturday for one of my companies vehicles. My call was taken by Steve and was extremely pleasant from the beginning. I was looking for a very small but significant part for a diesel truck. I tried to explain the one part of thousands that make up the engine components. He tried looking and the parts he thought I was referring to weren't the ones his system showed. He emailed me diagrams to help figure it out while continuing to be extremely patient and kind. I realized I was only a few miles from them so I went by. Upon speaking with Steve, he showed me he was determined to figure it out. After a few minutes of looking at different diagrams, we were able to locate the items I needed and they had them in stock. He was very patient, pleasant and beyond professional. I would definitely refer and use them again when I need help and parts. Thank you!

Had a great time with Chase Meredith,very good job he did selling me a new truck,hope my friends look him up for a new or used car or truck, he was top notch

My Name is Kenny Doustout I came up to Richmond Ford to check on the Bronco I have on order and meet Mrs Kody she was so nice I felted like I was part of the ford Family. Back yrs ago I worked for Fayfield Ford in the parts dept now they are Bill Talley. Thanks Mrs Kody for helping me that day when I get my 2 Door Bronco I will take you for a ride.

Plenty of appointment availability, great , non-pushy , candid conversation about car options and financing. They matched carmax quote for trade-in and certainly lowered rate compared to competitors.

I had the pleasure to meet Chris Jones who assisted me in repairing my hatch!